AccountId: 011433970860
ContactId: b189c2cf-0b47-4b15-9b53-8efdd6cc0a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186539 ms
Total Talk Time (AGENT): 57599 ms
Total Talk Time (CUSTOMER): 37979 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/b189c2cf-0b47-4b15-9b53-8efdd6cc0a49_20250606T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Metroplex Medical Center. I am calling to verify benefits on a mutual patient, if I could please.
[AGENT][NEUTRAL] And you said your name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and I can help you with benefits. Uh, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02633153.
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Right, I'm showing this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said you wanted uh benefits?
[CUSTOMER][POSITIVE] Yeah, benefits for PCP office visit.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, this is a hospital indemnity policy. Um, let me see if she has anything else with us.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm not showing anything else that would cover an office visit, um, just as a routine.
[AGENT][NEUTRAL] Well this visit.
[CUSTOMER][POSITIVE] Got you.
[AGENT][POSITIVE] Great, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, can I get your last name initial, and a reference number?
[AGENT][NEUTRAL] Uh, we don't do reference numbers. You can use my name and last initial in today's date. So [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much for your time.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day, [PII].
[CUSTOMER][NEUTRAL] Um, bye bye.